Professional Services Manager

Job Ref: Professional Services Manager

Job Location: Office based - Brighton (this is not a remote working role)

Job Type: Permanent

Salary: Competitive, details on application

Reports To: CEO

Driving License: A full UK driving license is preferred

Travel: Occasional travel to client sites may be required

Company Vehicle: N/A, pool vehicles available for client visits

About Trident

At Trident, we make IT a source of strength. Helping organisations thrive so they can better support the people who rely on them every day.

We've built a different kind of partnership, one that puts people first. We work side by side with our clients to make sure their technology is reliable, built for purpose, and designed to support modern ways of working. When that happens, people achieve more, teams feel supported, and organisations become stronger.

Our purpose is simple: to create strength through partnership.

Our vision is to set the standard for people-focused IT partnerships.

And our mission is to collaborate side by side every day, combining reliable IT, practical guidance, and people-first support to make technology a trusted and empowering part of everyday working life.

Everything we do is shaped by our values:

• Value: We create lasting value by helping others achieve more for the people they serve.
• Integrity: We do the right thing. Always, openly, and consistently.
• Partnership: We build true partnerships that make people and organisations stronger.

For more information about who we are and what we do, visit our website

Role Overview

As our company grows and plans for future expansion, we are looking for an accomplished leader to lead our dynamic Professional Services team.

As the Professional Services Manager, you will lead and coach a team of solutions architects, technical consultants and field engineers. You will be responsible for ensuring that service delivery is efficient, well-resourced, and consistently aligned with exceptional customer service.

The successful candidate will have a strong understanding of relevant industry standards and practices. If you have experience leading a technical delivery team and thrive in a fast-paced environment, we invite you to join us and make a significant impact on our clients' success.

The chosen candidate will be part of Trident's Leadership Team, playing a crucial role in shaping our future growth and strategic vision.

Key Responsibilities

• Lead and manage our team of consultants, providing guidance, support, and professional development opportunities.
• Develop individual personal training and progression plans.
• Utilise resources efficiently and clearly communicate work assignments and expectations.
• Anticipate requirements and proactively manage available capacity.
• Inspect, monitor and report utilisation and efficiencies, proactively working with the Resource Management team to keep staff highly utilised and motivated.
• Undertake audit/review requirements as needed and provide input as necessary to guide service development towards tactical and strategic objectives.
• Provide management, oversight and structure to the professional services operations processes.
• Work with your own and other departments, assisting in the resolution of technical escalations.
• Collaborate with sales and account management teams to understand client needs and explore opportunities to enhance service delivery.
• Ensure the Professional Services team maintain high security and efficiency standards during all service delivery stages.
• Ensuring compliance with ISO standards and company procedures at all stages.
• Provide vision and leadership to a growing team of skilled consultants while maintaining a high level of morale.

Key Experience & Skills

The successful candidate will possess the following qualities:

• 3+ years of experience in professional services, with at least 5 years in leadership.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and clients.
• A flair for troubleshooting, communication, exceptional customer service and the ability to work under pressure.
• Be flexible and adaptable to situations and changing requirements.
• Excellent task and time management.

Measuring Success

Success in this role is measured by:

• Service Delivery: Meeting SLAs, delivering projects on time, and maintaining high service quality.
• Customer Satisfaction: Strong feedback and proactive issue management.
• Operational Efficiency: Effective resource utilisation, process adherence, and continuous improvement.
• Financial Performance: Delivering profitable engagements and supporting revenue growth.
• Team Leadership: Building a capable, motivated team with clear goals and effective development.
• Strategic Contribution: Advancing the Professional Services function and supporting organisational goals.

Why Join Trident?

• Lead and shape the future of Trident's technical service operations.
• Empower and develop a talented team across multiple disciplines.
• Influence company-wide service strategy and client experience.
• Be part of a leadership culture that values collaboration, learning, and continuous improvement.

Benefits

• 33 days of annual leave (including bank holidays), rising by one day per year of service up to 40 days.
• Access to on-demand IT courses, practice tests and virtual labs.
• Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
• 'Cycle to Work' scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Access to Microsoft Workplace Discount Program - Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
• 'Refer a friend' recruitment bonus scheme.